Senior Specialist Data Science and Predicti

Skip to main contentCareersDashboardProfileEnglishJoin Talent NetworkSign InSingle PositionIf we can connect, we can create a better future. Join us.View All JobsSenior Specialist Data Science and PredictiKinshasa, Congo, the Democratic Republic of the This role is no longer accepting applicationsRequisition ID284325Date posted07/03/2026Role Purpose The Senior Specialist Data Science & Predictive Care leads data-driven transformation in Vodacom’s Customer Operations using advanced analytics and AI insights. The role employs data science, machine learning, and customer analytics to enhance customer experience, reduce inefficiencies, predict behaviors, spot anomalies, and enable initiative-taking service resolution. The specialist converts operational and customer data into actionable insights, predictive recommendations, automation, and intelligent decision-making to support Customer Operations.Customer 360 initiativesPredictive Care & Proactive ResolutionFraud Management & Risk DetectionCX Analytics & Service OptimizationAI-driven Reporting & InsightsGenerative AI and Intelligent Recommendation SystemsReal-time Event Monitoring & Self-Healing CapabilitiesThe role contributes to the evolution of COPS towards an AI-led, insight-driven, and predictive operational model aligned with Vodacom’s digital transformation roadmap. Key Accountabilities A. Data Science, Predictive Analytics & AI ModelingCreate predictive models to forecast customer actions, churn, repeat calls, fraud, and service issues.Build machine learning frameworks for proactive customer care.Design segmentation models for personalized engagement.Develop anomaly detection for monitoring and fraud management.Use statistical and AI methods to pinpoint root causes of customer pain and inefficiency.Support Generative AI and LLM applications in customer operations.Develop scoring and recommendation engines to boost engagement and decisions.B. Predictive Care & Customer Experience OptimizationDrive proactive customer care initiatives through real-time analytics and predictive intelligence.Identify customer issues before escalation and recommend preventive actions.Enable intelligent customer treatment strategies based on behavioral and operational insights.Support real-time event-based customer engagement and service recovery mechanisms.Contribute to intelligent call routing and customer prioritization capabilities.Develop customer health indicators and early warning systems for quality service monitoring.Collaborate with Customer Experience teams to improve journey performance and customer satisfaction.C. Reporting, Insights & Business IntelligenceDevelop advanced dashboards and analytical reports supporting operational and strategic decision-making.Enable data-driven business decisions through actionable insights and trend analysis.Automate reporting processes and improve visibility of operational KPIs.Conduct deep-dive analysis on customer experience, service performance, and operational efficiency.Provide monthly, quarterly, and annual analytical performance reports.Monitor business trends impacting customer operations and service delivery.D. AI Transformation & Innovation GovernanceSupport the adoption of AI, Data Science, and Predictive Analytics capabilities across COPS.Identify innovation opportunities leveraging AI, automation, and advanced analytics.Collaborate with Technology, Digital, and Data teams to operationalize AI initiatives.Ensure alignment with Vodacom AI governance, data privacy, and security policies.Support deployment and monitoring predictive and AI-driven solutions.E. Customer 360 & Data IntegrationContribute to the development and enhancement of Customer 360 capabilities.Support integration of multiple data sources for unified customer intelligence.Collaborate with Technology teams on APIs, data pipelines, and analytical architectures.Ensure data consistency, reliability, and accessibility for analytical consumption.Job Knowledge Data Science &...